Complaints
Co-active is committed to providing a high quality, accessible and responsive service to social enterprises and communities. If you have any cause for dissatisfaction with the service you receive from Co-active please let us know. Services can always be improved and sometimes we can get things wrong.
We would hope that most problems could be resolved by simply getting in touch with the relevant member of staff or using our feedback form. If however you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.
Complaints Policy
Co-active will:
- treat all complaints seriously and deal with them properly
- resolve complaints promptly and informally whenever possible
- learn from complaints and take action to improve our services
How to make a formal complaint
Your complaint should be made in writing and returned to us by post, fax, or the complaint form.
Address and fax:
| Co-active Ltd 25 Wolseley Close Plymouth PL2 3BY Fax: (01752) 500444 |
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Provide as much relevant information as possible so that we can deal with your complaint. Remember to include your contact details in case we need to obtain more information from you.
What happens next?
You will receive an acknowledgement from us that your complaint has been received. If you do not receive an acknowledgement within five working days of submitting your complaint, please contact Administrative Services.
How long will it take before I receive a detailed response to my complaint?
In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a detailed response within ten working days. If it proves impossible to send a detailed answer to your complaint within the time originally indicated we will write to you again explaining the reason why and give you a new deadline.
Who will deal with my complaint?
Co-active's Administrative Services Manager will manage all complaints.
The manager responsible for the area to which your complaint relates will handle a detailed investigation into your complaint.
What happens if I am not satisfied with the response I receive?
If you are not satisfied with the response you receive to your complaint, you should write within four weeks of receiving this response, requesting that your complaint be referred to the Agency's Director. The Director will arrange for your complaint to be reviewed, and reply to you within ten working days of receiving your request.
Click here to view our complaint form.
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Co-active Ltd: Company Registration No. 2050566 (England)
Registered Office: 25 Wolseley Close Plymouth PL2 3BY